Choosing an IT Support Partner

Whether you are contemplating changing providers, hiring a provider for the first time, or switching from full time staff to an outsourced solution hiring an IT support company presents a series of complex decisions.  Choosing a provider whose people, processes, and philosophy are a good fit for your organization typically results in a long, happy, and mutually beneficial relationship.  Choosing the wrong provider quickly results in surprises, finger pointing, and missed expectations.

The following list, ranked in order of decreasing importance, are the attributes and steps Peer recommends companies consider and take when evaluating IT support providers.            

1.  Would you hire their staff?

Hiring an IT provider is very similar to hiring an entire IT department.  Don't make the decision based on meeting the sales representative or company owner, take the extra step to meet the folks who your staff will be working with on a day to day basis.  

2.  What is their staff turnover rate?  

Once you choose an IT support provider your company will come to depend on certain members of their staff.  If the provider's turn over rate is high you may be put in a position of having new staff members "learn" about your infrastructure more frequently than you would like.

3.  Is the provider's business philosophy consistent with yours?

If you were hiring a CIO you would want their approach to running the IT department to be consistent with the way you run the entire business.  An IT provider is no different.  If the provider's core business philosophy does not match yours they will not be a good fit.

4.  Visit their office, visit their clients.

You learn a lot about a company when you visit their office.  When choosing an IT provider visit their office, review their security precautions - they will have access to your systems.  Instead of calling references visit a few that are similar to you. 

5.  Can they consistently describe what is in scope vs out of scope?

Running an IT infrastructure is a complicated undertaking.  Support agreements typically involve a number of "grey areas".  An understanding of how the provider will treat activities which fall into these areas is critical to avoid surprises in the future. 

6.  Do they support other businesses similar to yours?

While doctor's offices, law firms, and lumber yards all use personal computers, networking devices, and servers they have vary different business and application needs.  The provider you choose has a better chance of being successful if they are familiar with the unique needs of your vertical.

7.  Is their business sustainable and scalable?

Look behind the curtain.  Does the provider have debt?  What is their ownership structure?  Ask yourself if you are comfortable that they will be in business in three years.  What is their plan for adding staff as they add clients and how will it impact you?

Take the 1st step to determine if Peer is a good fit for your company.  Click here to schedule an appointment and meet our team.